A Cloud Hosted VoIP That Was up and Running on the Required Date

A Beautiful Cloud Solution for Bevilles

‘Interim’ solution exceeds expectations – now in place for the long-term.

The Situation

A Slow Moving Incumbent Provider

Bevilles Jewellers (“Bevilles”) head office was relocating to Southbank VIC on a relatively short timeline and the company was looking for an interim office telephony solution that would cover requirements until its provider could deliver a new PBX phone solution. Sandy Menashe, PA to Bevilles CEO, Michelle Stanton, said:

“Our business was able to move fast when we found the right location, but our telecommunication provider could not move as quickly and the relocation timeframe they advised for our phone system was considerably longer than we expected.”

As a busy head office supporting stores around the country, and servicing customer need online, being without a guaranteed working telephony system was simply not an option.
The leasing agent of the property recommended Aptel; a communications service provider specialising in unified communications, networking solutions and cloud. As an existing client, they were aware of what Aptel was able to deliver and knew that Aptel also supported a number of other clients in the Southbank office complex.

The Solution

A Cloud-hosted VoIP telephony that was up and running on the required date.

“We needed to have a phone service up and running in a short period of time and Josh advised this would be possible with the solution he was proposing,” said Sandy. Aptel also assisted with the service relocation to ensure Bevilles had a solution up and running on the required date.

The solution was initially implemented in September 2014 and included:

Flexible and customisable IVR to manage both customer and supplier calls to multiple departments

Ability to add and remove handsets to handle peak periods of the year where there is an increase in staffing

Individual extensions and lines for all staff and competitive call rates

Easy, remote configuration changes

Cloud-based service, no onsite PBX hardware. Sandy said,

“The customer service was great. Josh and the Aptel team provided us with timelines and advice throughout the whole process. “We expected a solution that would get us up and running for a short period of time, instead we have since signed up to a long-term agreement with Aptel. The functionality, service and price were much better than having our own PBX system, so we decided to replace it with the hosted solution permanently.”

The Result

A Telephony Solution That Can Grow With Your Business

A totally reliable and flexible cloud solution that will meet Beville’s telephony needs today and into the future.

“We expected a solution that would get us up and running for a short period of time, instead Aptel has provided a solution that is totally flexible and can accommodate all our needs. The functionality, service and price were much better than having our own PBX system, so we decided to replace it with the hosted solution permanently.” Sandy Menashe, PA to CEO, Michelle Stanton

“We have found the hosted voice solution has met all of our requirements and we know it has the capacity to do much more. It is reliable and flexible, and we are able to add and remove services whenever we need to,” said Sandy.

A key benefit of transferring telephony to the Cloud is that the contract includes automatic system upgrades. This means that your business will always have access to the latest software and technology.

“Aptel has provided a solution that is totally flexible and can accommodate our varied requirements throughout the year. The IVR manages both customer and supplier calls to multiple departments and is modified during peak periods such as Christmas to manage increased call flow,” said Sandy. With a Cloud telephony system, you are accessing your telephone system from the Cloud, this means you have the option to add extensions easily, and so the system grows with your business and new extensions can be provisioned in just a few minutes’ time. This can also be beneficial if you decide to streamline your business and need to scale back usage.

“Aptel has also developed a customised answering solution to ensure our customers’ calls are directed quickly to the right person,” said Sandy. This really helps us to deliver fabulous customer experience.”
Aptel knows about customer care, at the core of its business is a dedication to customer service. They strive to offer the best customer experience in the market through a combination of strong relationships and supporting technology. “The customer service is great, Aptel is in regular contact with us to make sure everything is working as expected and to make sure our needs are being met,” said Sandy.

Aptel works with UCaaS provider Access4, which means they are able to support a unified communications solution for customers, that includes chat, video conferencing and team collaboration facilities. This solution will increase Beville’s ability to stay in touch with remote sites and staff and allow a more flexible work environment for the team.

Brighton Nissan gets excited about UC innovation

Situation

Cameron Semark, Director & Dealer Principal, Brighton Nissan, said that they had been experiencing a number of problems with their previous phone system including call flow issues, which was impacting the service they delivered to customers and prospect buyers.

“Our customer service levels are something we are proud of, but our ability to handle incoming phone calls was letting us down. Our phones were pretty outdated, offering only the basics in terms of call hold and forwarding capability. We knew it was time to take a look at the phone system, and so we asked the Dealer IT team to come in for a chat.”

Brighton Nissan is part of the Australasia Motor Group whose IT is all managed by Dealer IT. Brighton Nissan has been a Dealer IT customer since 2016. Dealer IT was founded in 2008 to provide fast-responding professional IT support for SMEs in Melbourne. The company specialises in delivering and supporting ICT services for the automotive industry.

Dealer IT Directors Michael Miloseski and Jackey Li train all staff in the daily operations of a dealership.

“We understand the way they operate, and we are aware of the technology and systems used by dealerships. What’s more, we have a deep understanding of the business needs of car dealerships.”

Custom wallpaper on all phones with the franchise logo, Nissan wallpaper and Infiniti wallpaper

Custom call flow to the customer requirements

Dealer IT pre-programmed on speed dial for quick and easy support.

Michael said,

“We also provided the receptionist with an enterprise console which allows prompt phone answering and transfers, perfect for operators working in busy environments. Caller ID shows who is calling and who they are calling, along with a call register showing how many calls were taken and their length. Unified Communication delivers so many benefits to business from scalability to quality and above all, price. And over the past few years handsets have come a long way. The combination of the two means you can have your people running video calls, or seamlessly switching from desk phone to mobile if they have to leave the office, but don’t want to terminate a call.”

Result

Cameron said,

“Now that Dealer IT looks after our phone system, they basically manage all of our ICT needs. They are specialists in the automotive industry and their deep knowledge of the way we operate and what drives our business is a real benefit for us. They really understand what makes a good dealer great and this means that we don’t need to educate them on our business – we can trust Dealer IT to get on with the job.”

There are a number of benefits Brighton Nissan will achieve with their chosen solution. It will give them the flexibility for future growth, reduce their upfront capital expenditure, and is a solution that was previously out of reach for a small/mid-sized organisation. Jackey said,

“Our Unified Communications solution powered by Access4 is based on a BroadSoft platform and brings big company technology into the offices of small businesses. It gives Dealer IT a state of the art phone system to go with their state of the art showroom!”

Cameron said,

“Dealer IT worked with us to tailor the most appropriate solution for our business needs today and in the future. This robust and scalable solution ticks all the boxes. And our new phone system is awesome, we should have done it ages ago!”